Blue Valley Energy, Inc

To whom it may concern,Regarding a complaint against Blue Valley Energy by [redacted]. I would like to say that we regret the circumstances surrounding these events and hope to have an equitable solution. We initially responded to a service call at [redacted] on June 2nd, 2017....

The issue was the walk-in refrigeration system was not operating correctly. When our technician arrived, there was a technician from another company present and diagnosing the same system we were called to work on. This is a pretty unusual situation and I assume there was some urgency to get the system operational so that food would not spoil. It was understood to our technician John that the other HVACR contractor had not been performing and that there was an opportunity to earn the business of [redacted]. The two technicians worked together to thaw the ice that was preventing the system from operating properly and ultimately, jointly diagnosed a problem with the system. We provided a quote for repair that was accepted by [redacted]. Again, it was understood that another HVACR contractor had been servicing and maintaining the system prior to our involvement and an assumption could be made that we were called only because they were not able to repair the system. Refrigeration systems can be tricky to diagnose and often times one repair will be required to find another issue. In this instance, both technicians diagnosed a failed Thermal expansion valve that was not properly regulating refrigerant flow at the evaporator coil. Blue Valley Energy had and still has no record of service or maintenance of this equipment prior to our involvement.  Parts were located and ordered that day and we scheduled to make the first repair on June 5th, 2017. The repair was performed and the system was tested. Our technician (John) recommended that some time should go by before putting food in the walk-in unit as he wanted to make sure that the system was going to perform. Again, there were still many unknowns as the system had been serviced by another contractor. The next correspondence with [redacted] was on June 9th. Below is the email received by dispatch:"at 6:15am this morning the freezer alarms went off again and we were called by the security company. At least I was almost out the door, so the guests did not have to live with the alarms for more than 5 minutes. The meats are still frozen, the rest is defrosting. Looks like we have date with the family on Saturday. The Saturday wedding starts around 2pm, so mornings are better. There is a river in the back yard so the kids can have some fun""Sorry for the inconvenience[redacted]"The situation did not seem dire and the customer scheduled another visit for June 15, 2017. There was no mention of food loss in the freezer. John and Scott visited and spent a good portion of the day further diagnosing the system. They discovered that there was a 2nd issue and another repair was  required. There was an intermittent failure of the defrost timer which contributed to the indoor coil icing over. The part was ordered, repair was approved by [redacted] and repair was performed on June 17, 2017. To my knowledge, all repairs were successful and the system was and is operational. Considering the involvement and sudden departure of the prior HVACR contractor, it's difficult to know what repairs, wiring changes, refrigerant adjustments, refrigerant device adjustments, and maintenance had occurred prior to our initial service call. I don't have any knowledge of when the food loss occurred as I was never contacted by any representative of [redacted] during the time frame of service listed above. The next correspondence from [redacted] was on June 27th, 2017. Below is the email received by [redacted] with [redacted] to Blue Valley Energy's  accounting department 10 days after work was complete and the invoice was sent: "Good morning:We will hold onto this bill-- How much does your insurance cover for the damaged food due to installation of a refrigerator part in a freezer, which caused the call back. Technically it was your error that caused the new problems.Damaged food around $7,000 - $9,000.Let us know then we can pay the invoice.Kindly [redacted]"Blue Valley Energy's invoice for repairs is $4,746.06. We never received payment for the invoice, nor did we ever hear that our repairs were unsuccessful. I spoke with [redacted] on the phone some time after June 27th and my feeling was that a verbal agreement was reached. Although I had no knowledge of a food loss and we had successfully repaired the walk-in freezer refrigeration system, Blue Valley Energy would absorb the loss of service and void all invoices. In turn, [redacted] would absorb the loss of their product which Blue Valley Energy had no knowledge of. Sincerely,Brandon S[redacted]Vice PresidentBlue Valley Energy